No sense of urgency or compassion

On 19/05/2022 just after 8am, I made a deposit into my Capitec savings account at the cash accepting ATM. Just after inserting the cash into the ATM, a power outage occurred for about a second, causing the ATM to go off. As a result, I was unable to complete the transaction and neither was I able to get my money back nor have the funds reflect into my account. Bare in mind that these are funds that I needed to utilize immediately.

I am unhappy with the amount of time it's taking Capitec to resolve the matter and I'm disappointed at the feedback I have been receiving each time I make a follow-up on the matter as it is in no way helpful to me. As a capitec client, I do not accept being told that I cannot be assisted until a third-party, being G4S in this case, has given their feedback. I have no direct affiliation with G4S. My direct affiliation is with Capitec. To be told that Capitec cannot do anything on their end until G4S has responded is disappointing. Who is G4S? Don't tell me about G4S. As it is, G4S arrived around 9am on the same morning while I was still at the branch enquiring on the matter and yet I'm told that Capitec is still waiting for G4S to respond. So don't tell me about G4S and their processes. Instead, tell me how you as Capitec can assist me. To make matters worse, they have failed to give me a time frame as to how long it could possibly take to resolve my query. They can't even give me a time frame of how long it could possibly take for G4S to respond which just adds to my frustration.

I don't feel that the inconvenience being caused is being taken into consideration and I have been rather patient with your processes. It does not make sense to me that you can not handle the matter and that if G4S takes their own sweet time, then everything on your end comes to a halt. That's basically what you have been telling me in a nutshell.

It's unfortunate that I have had to take up more of my time typing on this platform just for the matter to be handled with urgency. I trust that the next time you contact me, it will be to give me feedback that is favorable and useful to me.